Adrian Morgan, Business Applications Consultant - NSC Group. - Posted 9th November 2010
Remember the 90s – the time when email conversations were going to replace phone calls in the contact centres? The promises were made of thousands of emails pouring into the contact centre, replacing the avalanche of calls. The requirement to route emails, just like phone calls was all most of the providers could talk about.
John Camp, Business Applications Consultant - NSC Group. - Posted 10th May 2010
The last couple of years have seen voice biometrics go from a laboratory curiosity to a serious security technology protecting customers’ accounts and information in banks, financial services and Government. We all have a sense that everyone’s voice is unique. How unique? Well about three times more unique than your fingerprint.
John Camp, Business Applications Consultant - NSC Group. - Posted 13th January 2010
I had a discussion with a customer recently about how many interactions they had with their customers. It turned out they had three million interactions per month. From this they surveyed approximately 200 people per month using live agents. This was an attempt to try and understand what their customers thought about the service they offered and obtain a Net Promoter Score.